Deskripsi Pekerjaan
Are you a persuasive communicator with a heart for helping others? WNS is seeking a dedicated Collections Specialist to join our high-performing team at our Eastwood site. In this role, you will be the bridge between our clients and their customers, facilitating resolutions with a blend of professionalism, empathy, and strategic negotiation.
At WNS, we believe that debt resolution is an opportunity to provide financial guidance and support. You will be responsible for managing accounts, addressing inquiries, and maintaining compliance with internal guidelines, all while ensuring a dignified experience for every customer. We provide a supportive environment, continuous coaching, and a clear path for professional growth within our global organization.
If you thrive in a fast-paced BPO environment and are committed to delivering top-tier service, we want to hear from you. Join us in Eastwood and take your career to the next level with a company that values its people.
Tanggung Jawab
- Proactively contact customers regarding outstanding account balances via telephone, email, and other communication channels.
- Negotiate payment plans and settlements while maintaining a professional, empathetic, and persuasive tone.
- Document all interactions accurately within our CRM system to ensure real-time data integrity.
- Identify and analyze root causes of delinquency to provide appropriate financial guidance to customers.
- Ensure all collection activities strictly adhere to company policies, industry regulations, and client-specific guidelines.
- Meet or exceed daily and monthly performance metrics, including call quality and recovery targets.
- Collaborate with team leads and account managers to resolve complex account issues efficiently.
Kualifikasi
- Minimum of Senior High School graduate or equivalent; college degree is a plus.
- Previous experience in collections, BPO customer service, or a similar financial support role preferred.
- Exceptional verbal and written English communication skills.
- Strong negotiation, active listening, and conflict resolution capabilities.
- High level of emotional intelligence and the ability to maintain composure under pressure.
- Proficiency in basic computer applications and database management.
- Willingness to work in a shifting schedule at our Eastwood, Quezon City site.